Support Jobs in Fairdale, KY

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8d ago

Help Desk Specialist

Vertex Professional Service LLC Fairdale, KY

Fairdale, KY

8d ago

Full time Application Support Computer Skills Customer Service

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Job Description

Vertex Professional Service LLC is seeking a full-time, onsite Help Desk Specialist to support the Help Desk operations for the ATMP/TADSS program in Louisville, Kentucky. The role involves troubleshooting via phone or email, assisting in workflow development, and conducting root-cause analysis of trouble tickets to improve service delivery.

Responsibilities

Receive, analyze, and resolve trouble tickets via telephone or email
Provide first-level helpdesk support via phone, computer, and centralized ticketing systems for issues related to desktop software, hardware, and peripherals
Operate within the ticketing system to create and communicate detailed work logs, supply technical documentation, escalate to Tier 2 as needed, and set customer expectations for follow-ups
Communicate and document information to inform the user community and team of important issues to help improve performance
Meet all service levels, key performance indicators, and standards including productivity, turnaround time, quality, accuracy, and customer satisfaction
Ensure timely follow up and follow through of assigned requests
Monitor and manage assigned work queues effectively
Understand and utilize all Help Desk systems to achieve first-time resolution of customer requests
Use appropriate communication and documentation to inform the user community and team of important issues and information to improve performance
Perform other duties as assigned

Requirements

Excellent customer service skills
Strong written and verbal communication abilities
Superior organizational capabilities
Problem solving skills
Ability to work with general supervision
Flexibility to work a rotating schedule supporting a 24/7 operation, 365 days per year
Prompt and reliable attendance with advance notice for changes when applicable
Strong knowledge of Microsoft Office, including Excel, Word, and PowerPoint

Technologies

Microsoft Excel
Microsoft Word
Microsoft PowerPoint

Desired Skills

Two years of contact center, help desk, or customer service experience
Prior ATMP help desk experience

Education

High school diploma or equivalent

Location

Primary site: Fairdale, KY (onsite)
Official work location: Louisville, Kentucky

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